Leah Slette
Mankato,MN
Summary
Professional with experience in customer service leadership, prepared for this role. Skilled in team collaboration, conflict resolution, and driving performance improvement. Strong focus on achieving results and adapting to changing needs. Known for reliability, communication skills, and fostering positive team environment.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Jerry's Abra Auto Body & Glass
Mankato, MN
09.2018 - Current
- Led customer service team to enhance satisfaction and resolve issues efficiently.
- Implemented quality assurance measures to ensure compliance with company standards.
- Mentored new hires on best practices in customer interaction and conflict resolution.
- Oversaw scheduling and resource allocation to optimize workflow during peak periods.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Analyzed project specifications to prepare accurate cost estimates and proposals.
- Utilized estimating software to streamline bid preparation and enhance accuracy.
- Mentored junior estimators, providing guidance on industry best practices and methodologies.
- Prepared estimates used by management for purposes such as planning, organizing, and scheduling work.
Service Advisor
Lager's of Mankato, Inc.
Mankato, MN
12.2010 - 08.2018
- Provided exceptional customer service by addressing inquiries and concerns promptly.
- Coordinated service appointments and managed technician schedules efficiently.
- Evaluated customer needs and recommended appropriate services based on vehicle condition.
- Collaborated with technical staff to ensure accurate diagnosis and timely repairs.
- Streamlined communication between customers and service department, enhancing satisfaction levels.
- Mentored junior advisors on service processes and customer interaction best practices.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
- Promoted additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Trained new personnel regarding company operations, policies and services.
Education
No Degree - Business Management
South Central College
Mankato, MNNo Degree - Psychology
Minnesota State University, Mankato
Mankato, MNHigh School Diploma -
Blue Earth Area High School
Blue Earth, MN06-2000
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Time management
- Training and mentoring
- Decision-making
- Excellent time management skills
- Cash handling
- Adherence to high customer service standards
- Exceptional interpersonal communication
- Effective workflow management
- Customer relationship management (CRM)
- Exceptional telephone etiquette
- Handling escalations
- Issue resolution
- Positive and constructive feedback
- Deadline oriented
- Product knowledge
- Meticulous attention to detail
- New hire training
- Expertise in sales
- Focused on customer satisfaction
Certification
- I-Car Platinum Certified - 2019 - 2026
- Service Advisor - MOPAR training - 2008-2018
Timeline
Customer Service Manager
Jerry's Abra Auto Body & Glass
09.2018 - Current
Service Advisor
Lager's of Mankato, Inc.
12.2010 - 08.2018
No Degree - Business Management
South Central College
No Degree - Psychology
Minnesota State University, Mankato
High School Diploma -
Blue Earth Area High School